The first paper of this issue, “A Strategy Map of Balanced Scorecard in Academic
Institutions for Performance Improvement”, by P L Umayal Karpagam and
L Suganthi, delves into the importance and application of the balanced
scorecard. The importance of this performance evaluation tool was highlighted by many
authors in the past. Most of this research, however, was restricted to business
organizations. In this paper, the authors have proposed a strategy map for an educational
institution. They have explained how value is created by linking tangible outcomes to
intangible resources. The tangible outcomes, mostly having financial implications, depend
on how well an institution defines the measures under each of the four perspectives—
financial, customer, internal process and learning and growth. The success of the model
depends on identification of measures and objectives under each perspective. The authors
suggest that the balanced scorecard can be a very useful tool even for academic institutions
so that there is a clear vision of accountability and performance measurement.
The second paper, “Relationship Between Entrepreneurial Orientation and Business
Performance: A Review of Literature”, by Sandeep Vij and Harpreet Singh Bedi, tries to
put together literature on Entrepreneurial Orientation (EO) and business performance.
The authors have explained, by citing prior literature, the development of entrepreneurship
theory and emergence of the EO construct. Three models—the construct model, the EOstrategy
model and the performance model—were identified as the lines of research on EO.
The paper reviews a range of publications describing the methodology, findings and
alternative approaches to study the performance model. It suggests that a strong EO results
in high business performance. EO is a multidimensional construct operationalized in
terms of variables such as ‘innovativeness’, ‘risk-taking’, ‘proactiveness’, ‘autonomy’ and
‘competitive aggressiveness’. According to the literature, a combination of subjective and
objective measures of performance should be used for its accurate assessment. Also, it is
suggested that different organizational and environmental elements should be introduced
as moderating and mediating variables while studying the relationship of EO with
performance.
The third paper, “The Battle of Private and National Brands: Strategies to Win a
Losing Battle Against the Private Brands in India”, by A Shivakanth Shetty and
Manoharan, looks at how private brands are competing with more established national
brands in India. Once considered inferior due to their poor quality, private brands (labels)
have now taken center stage in most modern retail formats. By adopting value pricing,
better quality through upscaling, high safety standards, customized packaging, differentiation
and leveraging the brand equity of the retailers, the private labels have significantly grown
over the last decade around the world and India as well. This sudden surge of private labels
in India has necessitated a new strategy paradigm for the national brands which are
increasingly facing a tough situation of eroding market share, dwindling profits and
increased hostility with the retailers, who were once their loyal customers. The authors
take the examples of three modern retailers—The Future Group, Bharti Retail and Aditya
The IUP Journal of Business Strategy, Vol. IX, No. 6 3, 2012
Birla Retail—to illustrate how in different product categories these formats have clearly
positioned their private labels closer to the national brands and have done it profitably.
The authors have proposed a framework by citing existing literature as to how the more
established national brands can take on the private labels by continuous innovation and
value offerings.
The final paper, “Change and Competitive Advantage: An Investigative Study of
Indian Pharmaceutical Industry”, by J K Sharma and A K Singh, highlights the influence
of dynamic capabilities on firm performance. Previous studies have sufficiently looked at
how firms use dynamic capabilities by sensing and seizing opportunities and reconfiguring
assets to maintain competitiveness. One of the constituents of dynamic capability is
adaptive capability, and the ability to change has been termed as a firm’s adaptive
capability. In the literature, it is observed that the organization’s change management
capability serves as a link to learning, market orientation and corporate performance. The
authors have studied, based on a sample of 216 respondents from the pharma industry, the
influence of organization’s change capability and its mediating role in driving corporate
performance. Besides, measuring the influence of change capability, the authors have also
measured the influence of knowledge management, learning and innovation and combinative
framework on corporate performance. The authors have also discussed the scope for future
work in this area.
Automated Teller Machines (ATMs): The Changing Face of Banking in India
Bank Management
Information and communication technology has changed the way in which banks provide services to its customers. These days the customers are able to perform their routine banking transactions without even entering the bank premises. ATM is one such development in recent years, which provides remote banking services all over the world, including India. This paper analyzes the development of this self-service banking in India based on the secondary data.
The Information and Communication Technology (ICT) is playing a very important role in the progress and advancement in almost all walks of life. The deregulated environment has provided an opportunity to restructure the means and methods of delivery of services in many areas, including the banking sector. The ICT has been a focused issue in the past two decades in Indian banking. In fact, ICTs are enabling the banks to change the way in which they are functioning. Improved customer service has become very important for the very survival and growth of banking sector in the reforms era. The technological advancements, deregulations, and intense competition due to the entry of private sector and foreign banks have altered the face of banking from one of mere intermediation to one of provider of quick, efficient and customer-friendly services. With the introduction and adoption of ICT in the banking sector, the customers are fast moving away from the traditional branch banking system to the convenient and comfort of virtual banking. The most important virtual banking services are phone banking, mobile banking, Internet banking and ATM banking. These electronic channels have enhanced the delivery of banking services accurately and efficiently to the customers. The ATMs are an important part of a bank’s alternative channel to reach the customers, to showcase products and services and to create brand awareness. This is reflected in the increase in the number of ATMs all over the world. ATM is one of the most widely used remote banking services all over the world, including India. This paper analyzes the growth of ATMs of different bank groups in India.
International Scenario
If ATMs are largely available over geographically dispersed areas, the benefit from using an ATM will increase as customers will be able to access their bank accounts from any geographic location. This would imply that the value of an ATM network increases with the number of available ATM locations, and the value of a bank network to a customer will be determined in part by the final network size of the banking system. The statistical information on the growth of branches and ATM network in select countries.
Indian Scenario
The financial services industry in India has witnessed a phenomenal growth, diversification and specialization since the initiation of financial sector reforms in 1991. Greater customer orientation is the only way to retain customer loyalty and withstand competition in the liberalized world. In a market-driven strategy of development, customer preference is of paramount importance in any economy. Gone are the days when customers used to come to the doorsteps of banks. Now the banks are required to chase the customers; only those banks which are customercentric and extremely focused on the needs of their clients can succeed in their business today.